App install command times out on Motorola devices: switch networks, reboot, or use API to disable package directly

Android

If app installation commands time out on your Motorola devices, this article explains how to resolve the issue by switching networks, rebooting, or using an alternative API method to disable packages directly.

Why app installs time out

App installation commands require a stable, reachable network connection to download and deliver the APK to your device. If your device's Wi-Fi connection is slow, restricted, or unable to reach Esper's app delivery infrastructure within the command timeout window, the install command will fail and show as timed out in the Esper Console.

How to resolve app install timeouts

Follow these steps to resolve the timeout:

1. On the affected device, disconnect from your current Wi-Fi network and connect to a different Wi-Fi network with reliable internet access.
2. In the Esper Console, navigate to Devices & Groups → [Device Name] → Apps and reissue the app install command.
3. If the install times out again, reboot the device by going to Devices & Groups → [Device Name] → Actions → Reboot, wait for the device to come back online, then retry the install on the new network.
4. Verify that the app now shows a status of Installed in Devices & Groups → [Device Name] → Apps.

Alternative: Disable packages directly using the API

If your goal is to disable a package (such as the Glance widget on Motorola devices) rather than install an app, you can use the Esper Device Apps & Configuration API to disable it directly without installing first. This bypasses install timeouts entirely.

1. In the Esper Console, navigate to Settings → Enterprise Info and note your tenant and enterprise ID.
2. Navigate to Settings → API Key Management and obtain a valid API bearer token.
3. Issue a PATCH request to disable the package on the target device:

   curl --location --request PATCH \
   'https://<tenant_name>-api.esper.cloud/api/v0/enterprise/<enterprise_id>/device/<device_id>/app/' \
   --header 'Authorization: Bearer <your_api_token>' \
   --header 'Content-Type: application/json' \
   --data-raw '{
    "package_name": "com.glance.internet",
    "state": "DISABLE"
   }'

4. Replace <tenant_name>, <enterprise_id>, <device_id>, and <your_api_token> with values from your environment.
5. Verify that the package is now disabled. On the device, confirm the widget no longer appears. You can also check Devices & Groups → [Device Name] → Apps to confirm the package status.

Troubleshooting

The install still times out after switching networks and rebooting:

• Check whether your corporate network firewall is blocking access to Esper's app delivery CDN. Try the install on a mobile hotspot to rule out network policy as the cause.

The API disable request returns a 404 error or fails:

• Confirm that the package name is correct for your OEM firmware. On some Motorola builds, packages may ship under a different name or as system apps requiring a different API endpoint.

The package cannot be disabled (appears to be a protected system app):

• Contact Esper Support and provide your device model, Android version, and Esper Agent version. OEM-level system Apps & Configuration may require a platform-level workaround.

Multiple devices (10+) are affected simultaneously:

• Contact Esper Support immediately, as this may indicate a platform or connectivity incident.

Still need help?

If these steps don't resolve your issue, submit a support ticket and include your device model, Android version, Esper Agent version, and the app package name you're trying to install or disable.